IT Help Desk Specialist

Work Schedule: Monday – Friday, 10:00 am to 7:00 pm shift

Must reside within approximately an hour of the Pittsburgh office. See full details in the Working Conditions section below.

Position summary

The IT Help Desk Specialist provides first-level technical support for end-user hardware, software, video conferencing platforms, and related systems across the firm's global offices in a 24/7 environment. This role serves as the initial point of contact for users, addressing inquiries related to Microsoft Office applications, standard desktop environments, and other technical issues. Responsibilities include logging and tracking tickets in the firm's IT support system to support statistical report generation, escalating issues as needed, and ensuring timely resolution of user requests. Provides coverage of weekend hours on a rotating basis.

Job duties and responsibilities

• Serve as the primary point of contact for all Information Technology issues throughout the firm.
• Provide document formatting support on complex documents, ensuring that existing formats and styles are preserved.
• Provide formatting and formula support on spreadsheets created in Excel.
• Assist users with setup, configuration, and troubleshooting of Outlook features, including rules, signatures, and multiple calendars.
• Provide first-level support for Windows operating systems, standard desktop applications (e.g., Microsoft Office Suite, web browsers), video conferencing platforms (e.g., Microsoft Teams, Zoom), proprietary firm applications, mobile devices (iOS/Android), internet/intranet, and hardware such as desktops, laptops, printers, and other peripherals.
• Maintain required recordkeeping, including logging calls into the HEAT database, reporting time accurately, and completing other documentation as directed.
• Escalate unresolved issues to the appropriate IT teams and report unusual, alarming, or recurring problems to the Network Operations Center and/or Supervisor or Manager as appropriate.
• Maintain a working knowledge of all firm-deployed applications.
• Report recurring or common issues to the IT Help Desk Supervisor to support long-term solutions.
• Provide feedback for the ongoing use and maintenance of the IT Help Desk database for call tracking, knowledge base creation, and statistical report generation.
• Provide extended user support during computer conversions, office moves, or in response to hardware or software failures (occasionally on short notice).
• Assist with testing new or upgraded applications.
• Reset user passwords and grace logins, and grant document access with appropriate approval.
• With prior supervisor approval may volunteer or be selected to serve on special committees, work groups, project teams, or escalation teams related to various firmwide IT initiatives. Initiatives may be specific one-time events (e.g., research, testing, rollouts, upgrades, installations) or ongoing activities.
• Provide coverage of weekend hours on a rotating basis.
• Perform other duties as assigned.

Job duties and responsibilities included are not exhaustive and may be supplemented asnecessary.  Reed Smith reserves the right to revise or modify job duties and responsibilities at any time. 

Requirements

Education: Associate's Degree or equivalent work experience.

Experience: 

• Minimum of two years of experience as a Help Desk Specialist in a large professional services environment preferred.
• Two years experience with Microsoft Word, including styles.
• Experience using and supporting Microsoft Outlook required.
• Experience with Microsoft Excel preferred.

Skills: 

• Strong technical troubleshooting skills.
• Proficiency in Microsoft Office applications, including Outlook, Word (using and modifying styles), and Excel.
• Familiarity with mobile devices and video conferencing platforms (e.g., Microsoft Teams, Zoom).
• Basic understanding of standard desktop environments and common peripheral devices.
• Ability to manage multiple issues/tickets effectively and prioritize tasks.
• Strong attention to detail and sound judgment when analyzing information, managing multiple priorities, and responding effectively to user needs.
• Strong customer service mindset with effective verbal and written communication skills, including active listening and clear communication of technical information to non-technical users.
• Ability to adapt to changing priorities and maintain effectiveness in a fast-paced support environment.

Additional information

Supervisory responsibilities:  None

Equipment used: Personal computer and other office equipment such as telephone, calculator, copier, scanner, etc.

Essential job functions

• Ability to sit or stand for extended periods and perform tasks requiring prolonged and/or extensive computer use.
• Ability to use computers, telecommunications, and digital collaboration tools to perform core job responsibilities.
• Ability to communicate effectively.
• Ability to review information, maintain attention to detail, manage multiple priorities, and follow established processes.
• Ability to access, use, and safeguard confidential and sensitive information while performing job responsibilities in work environments that support confidentiality, privacy, and information security requirements.
• Ability to provide off-hours support and coverage, including evenings, weekends, and holidays, to support critical incidents, perform system maintenance or with project deadlines. 
• Ability to work in-office as required to meet business or project needs.

Working conditions

Works remotely; however, this position requires residence within approximately one hour commuting distance from the Pittsburgh office. This role requires occasional in-office presence, anticipated to be approximately 2–3 days per month, to support business needs such as system testing, training, major rollouts, business continuity activities, emergencies, or other special circumstances. Proximity to the office is required to support these needs. Occasionally called upon to work hours in excess of the normal daily schedule. The details of your weekly schedule will be discussed further with your direct supervisor.

Pay ranges

This is a non-exempt position. The hourly wage range for this role is $26.44 to $29.33, with an estimated annual compensation range of $55,000 to $61,000, based on a 40-hour workweek. This represents the presently anticipated pay range for this position. Actual pay may vary based on various factors, including but not limited to location and experience.

Employee benefits overview

Our comprehensive benefits package includes:

• 401(k) Retirement Plan
• Medical Insurance
• Health Savings Account (HSA)
• Virtual Health Services
• Dental Insurance
• Vision Insurance
• Accident Insurance
• Hospital Indemnity Insurance
• Critical Illness Insurance
• Life Insurance
• Short-Term Disability Coverage
• Long-Term Disability Coverage
• Flexible Spending Accounts (FSA)
• Lyra Health Employee Assistance Program (EAP)
• Paid Family Leave (for eligible Exempt and Non-Exempt staff)
• Transportation Benefit
• Back-up Child Care Services
• College Coach Program
• Pet Insurance
• Paid Sick Time (for Exempt staff)
• Paid Time Off (available to all full-time, non-temporary employees)

Reed Smith offers a challenging work environment, business casual dress code and a total compensation package that includes a competitive salary, flexible benefits program, tuition assistance, and generous 401(k) plan.

Reed Smith is an Equal Opportunity Employer with Core Values of Integrity, Excellence, Teamwork & Respect, Innovation, and Impact. Reed Smith also provides reasonable accommodations in accordance with law, including in the application and interview process.

Qualified candidates only. No search firms.